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Assessing Customer Satisfaction On Library Services And Activities In Creating A Learning Environment

Norliya Ahmad Kassim, and Khasiah Zakaria, and Haslinda Mohamed, (2008) Assessing Customer Satisfaction On Library Services And Activities In Creating A Learning Environment. In: International Conference on Customers-Focused Culture, 9-11 June 2008, The Zone Regency Hotel, Johor Bahru.

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Affiliations

University Teknologi Mara, Faculty of Information Management
Perpustakaan Tun Abdul Razak (UiTM)
University Teknologi Mara, Faculty of Information Management

Abstract

The aim of the study is to assess the library’s performance on services and activities by measuring the user satisfaction level on the library services and activities provided by a public university library in Malaysia. Using questionnaire as the instrument, respondents were asked to give their opinion on their satisfaction level on the statements regarding the two main dimensions stated above. The instrument was distributed to a sample of 650 final year students from three faculties of the university. A total of 534 (82%) respondents returned the questionnaire. The parametric and non-parametric test using the one-way analysis of variance (ANOVA) and Kruskal-Wallis were used to compare the mean satisfaction scores among the respondents from the three faculties. Median and mean ranking were used in the analysis of data using the SPSS version 13. The results of the study revealed that the library users are only quite satisfied with the services and activities of the library as a whole. Among the two aspects of the library, respondents are relatively most satisfied with services to users (mean score = 3.18) and library activities (mean score = 3.16) in that order. The results also show significant differences on the satisfaction on services and library activities between the three faculties.

Item Type:Conference or Workshop Item (Paper)
Keywords:Customer satisfaction, library services, library activities, learning environment
Subjects:Z Bibliography. Library Science. Information Science
ID Code:10733

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